- Home Customer Support Software Supportbench Supportbench is more than ticketing system for us
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User review
of Supportbench
Supportbench is more than ticketing system for us
-
by Leslie Dela Vega
USER SATISFACTION
RECOMMENDATION Definitely
7 out of 7
COST EFFICENCY Very good
6out of 7
OVERALL IMPRESSION amazing
5out of 5
EASE OF USE amazing
5out of 5
CUSTOMER SUPPORT amazing
5out of 5
PROS & CONS
What are the best aspects of this product?
I’d say the dashboard is a game changer for me. I can clearly see which cases require immediate and urgent action and which are less important. I’m finding I’m not spending time on wasteful activities. The SLA alerts help me resolve issues before any alarm bells go off. I have way fewer complaints coming in.
What aspects are problematic or could work better?
I’ve identified a couple of bugs so far, but their team seems quite responsive.
What features/services would you like to see in future versions of this product?
I believe there is no need to release additional edition of this product because all of the features are excellent right now.
What specific problems in your company were solved by this product?
Better workflow in less time, with fastest results
Are you a current user of this product?
Yes
USER DETAILS
How long have you been using this product?
Less than 1 year
COMPANY DETAILS
What is your company size?
More than 100 Employees
What is your industry?
Electrical/Electronic Manufacturing
USAGE & IMPLEMENTATION
How did your company implement this product?
in the cloud
How long did it take to set up this product?
less than 1 day
How many people in your company actively use this product?
most employees
What is the primary use of this product in your company?
both B2B & B2C
EFFECT ON BUSINESS GOALS:
How did using this product affect your business goals?
- It enabled businesses to provide their customer and potential clients with quick and reliable access to support and information.
- It helped businesses identify common issues and devise practices and resolutions to quickly address them.
- It allowed businesses to collect information they need to make smart intelligent decisions to satisfy their customers, improve their products and services, and attain their corporate goals.
- It enabled businesses to evaluate their employees and determine their most reliable as well as underperforming agents.
- It helped in identifying opportunities for repeat businesses and upsells.
PRICING & COSTS
What was the cost of implementing this product?
$35.00
What is your total annual cost for using this product?
$420.00
How long is your contract with the vendor?
Unlimited
Did you get any discount for this product? How much?
No
FEATURE DETAILS
Customer Management
Complete Customer and Contact Database very good
4
Customer Notes with Alerts amazing
5
Customer Distress very good
4
Customer Insights amazing
5
Agent Ratings amazing
5
Service Contracts amazing
5
Mobile Support Channels
Email amazing
5
Phone very good
4
Chat amazing
5
Social Media amazing
5
Self-service portal amazing
5
Forums very good
4
Form Embed very good
4
Wiki very good
4
Ticket Management
Ticket Queue amazing
5
Email Integration amazing
5
Ticket Automation & Workflows amazing
5
Customizable Ticket Page very good
4
Visual Support very good
4
Ticket Collision Prevention amazing
5
Related Tickets amazing
5
Collaboration
Internal Social Network amazing
5
User Groups amazing
5
Reporting and Analytics
Report Templates very good
4
Advanced Custom Reports very good
4
Customizable Dashboards amazing
5
